Even in Digital Era, Human Interaction Has a Role in Borrower Experience

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"In order to satisfy all segments of the market, the survey results suggest a reasonable balance between automation and human interaction needs to be established."

With the rising digital demand, we assume that borrowers want automated decisions and paperless communications. However, according to our recent borrower survey, it’s not that simple.

In the fall of 2016, Mortgage Cadence teamed up with Accenture Research to survey a set of borrowers on their expectations about the origination process. More than 1,500 borrowers responded. With a variety of ages and origination types, the results were diverse.